Boutique Hotel Operations Manager

4 weeks ago

Vancouver BC, Canada Evergreen Hospitality Group Full time

The Evergreen Hospitality Group is one of BC’s largest family-owned hospitality & tourism groups. We currently operate more than 20 properties in some of the most beautiful parts of British Columbia, from Vancouver Island (Victoria, Nanaimo, Parksville, Courtney, and Ucluelet), to the Lower Mainland (Burnaby, Langley, Abbotsford), to the Sunshine Coast (Sechelt, Halfmoon Bay).

We are looking for experienced hospitality professionals to join our team, with openings at multiple Evergreen properties on Vancouver Island and the Sunshine Coast. The Operations Manager is a key guest-facing role that provides hands-on leadership by role modelling outstanding customer service, coaching in-house staff, overseeing hotel operations, maximizing guest satisfaction, and driving overall business performance.

The Operations Manager will have significant exposure to Evergreen’s senior leadership team, with the opportunity to take on as much responsibility as they can demonstrate capability for.

Oversees day-to-day operations at the property, including front-of-house and back-of-house functions such as Guest Services, Housekeeping, Maintenance, Events, and Group business
Plays an active role in front desk operations (50-80% of time), providing top-notch service to maximize customer satisfaction and setting the bar for other staff to emulate
Reinforces our overall service culture by role modeling best practices, providing guidance / feedback to staff, and offering individual coaching when needed
Handles complaints, settles disputes, resolves conflicts, and otherwise manages all escalations
Serves as primary point of contact for group business (e.g., sports teams, corporate accounts, etc.) Monitors all aspects of the physical property (common spaces, on-site amenities, rooms, landscaping, etc.) to maintain quality standards and proactively identifies opportunities for improvement
Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction; works with other departments (Housekeeping, Maintenance, etc.) Manages staffing / scheduling across all departments at the property
Ensures regular communication with employees to create awareness of business objectives, align on expectations, and recognize performance
Develops a thorough understanding of the competitive landscape to ensure our property is effectively positioned in the market

We are committed to diversity, inclusion, and equitable access to opportunities. Accommodations are available upon request for candidates taking part in the selection process.

About You: You are an experienced hospitality professional with a can-do attitude. Your customer service & attention to detail allow you to deliver exceptional guest experiences, and your leadership skills enable you to build a high-performing team. Customer Service: Outgoing personality with a passion for creating unforgettable customer experiences.
Strong initiative and expertise in the hospitality industry.
People Management: Past experience with onboarding, training, and retaining a high-performing team. Industry Experience: Past experience as an Operations / Front Desk Manager (or similar management role) in the hospitality industry.

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